Designing a Better Care Experience Starts with a Better Customer Experience

Blog by Brad Muhlenkamp, Post Sales Services Product Manager

 

3/25/2024

 

One of the major concerns we often hear from our healthcare customers is that there is never enough time in the day to accomplish everything they need to do.

Between spending time on paperwork and administrative tasks, dealing with increased work hours and demands, and staying current on new clinical developments and information, many healthcare workers feel they don’t have the time needed to provide their patients with the quality care they deserve.

One national study found that, on average, physicians spend nine hours a week filling in documentation for electronic health records (EHRs). It has become so common for physicians to spend an increasing amount of time working outside their normal business hours that the practice is referred to as “late-night pajama time.”

midmark tech working on midmark product

 

And it’s not just primary care physicians. According to the National Academy of Medicine, between 35-54% of nurses reported symptoms of burnout in 2019. The Vital Signs report from the Center for Disease Control and Prevention (CDC) found that 46% of healthcare workers reported often feeling burnout.

So, the last thing you need is for a piece of medical equipment to stop working. You now need to spend time figuring out who to call to determine if it can be fixed. And if it can’t be fixed, do you have approval to purchase a replacement? How long will this take? And in the meantime, what happens to the level of care you provide to your patients?

While we can’t give you nine hours a week back, we can give you one less thing to worry about and help keep your practice from grinding to a halt because of down equipment.

 

Extended Warranties and Technical Support

Midmark has a variety of service plans available so you can obtain the level of coverage you need to keep your medical equipment and devices operational. This includes periodic maintenance and periodic inspection plans, as well as our recently introduced extended warranty plans.

Midmark extended warranty plans lengthens the product base warranty for up to five years of coverage. Simply purchase an extended warranty plan while the product is still within the base warranty period.

The Midmark Extended Warranty Replacement Plan is available for eligible digital diagnostic devices, including Midmark® Digital ECG, IQecg®, IQvitals® ZoneTM and the Midmark® Digital Vital Signs Device. This plan provides two-day shipping for replacement devices.

We also have Extended Warranty Parts and Labor Plans. These plans are available for Ritter® Steam Sterilizers and Lighting as well as Ritter® and Midmark® brand Barrier-Free® Examination Chairs and Procedure Chairs.

The Parts + Labor Plan covers parts and repairs by a Midmark-trained service technician, while the Parts Plan is a great option for health systems that have their own bio-med services and do not need an onsite technician.

For information on purchasing an Extended Warranty Plan or to obtain a quote, click here. To activate an Extended Warranty Plan, purchasers must upload proof of purchase in the form of a valid sales receipt by visiting: midmark.com/registerwarranty

 

Virtual Technical Support

Whether you have a warranty or service plan through Midmark or not, our dedicated technical support team is available if an issue arises with our equipment. This team is focused on addressing your needs and helping you get the most out of our products with over 200 years of combined experience.

The first thing our phone technicians do when you call is try to triage the issue over the phone or virtually using our app-free remote visual assistance. Our techs will text or email you a link that allows them access to the camera and microphone on your device once it’s clicked.

Through this virtual connection, our team is able to determine the issue in real-time, taking screenshots, zooming in and out and highlighting the issue or part in question. They can talk you through a quick fix or schedule a repair visit with one of our nationwide network of trained technicians. Nearly 80% of customer issues are resolved through our phone technicians.

A number of our hospital system customers even use our team of trained technicians to support their overburdened, in-house biomed team. We can service the Midmark equipment in the outpatient environment, allowing their team to focus on more complex equipment, such as MRIs and CT Scans.

Through our service plans and nationwide network of trained technicians, we are committed to giving busy healthcare staff and providers one less thing to worry about. We can repair your equipment the right way, the first time, minimizing downtime and helping you avoid patient care disruptions.

For more information about the medical equipment support and medical device support Midmark provides customers, visit midmark.com.